Gmail to Bitrix24 CRM: Integration Solution & Ticketing System

Job Description:

Detailed Description of Gmail operation

1 email box receiving all requests from clients

Over 30 users (account managers) internally answer requests daily

Works 24-hours in 2 shifts, so it is monitored all the time

Over 200 clients, each with at least 5-10 ongoing email threads daily which later turn into projects

Every client has a dedicated responsible person (account manager) who takes care of all projects incoming from this client

Currently email is automated via a series of filters and labels, so each account manager works with their dedicated clients

Detailed Description of Bitrix24 CRM operation

We’ve adopted Bitrix24 On-Premise version and are currently integrating it into our workflow

We work with multiple Kanban views based on out custom approach for all clients and departments

Ideally we would like to turn every request which turned into a real project and was received into the email box above into a DEAL card in the CRM and have these conversations linked automatically only to the DEAL card created for the purpose

The DEAL cards have to stay open until project goes through all its stages and is delivered finally back to client

All the communication with client on this particular project should be in the deal card and visible for everyone

Main goal:

Each new request from different clients have to directly go into Bitrix24 as Deals,

their email communication only for this particular project has to be attached to the Deal created

the Deal has to stay open and move to the various stages which are designed according to our workflow and stages

Each new request for a new project from the same client has to be in a separate Deal card and with their own relevant email chain attached to the Deal card

Deals have to be automatically attached to the relevant Company card, which are already in Bitrix24

Deals have to be automatically assigned to the responsible account manager already assigned to this particular company

Current issue:

Bitrix24 can have multiple DEALs open with one and the same client’s email BUT every new email from the same company will automatically go into the last open Deal card in the CRM

The issue comes from the above feature as our current workflow requires many deals to be opened at the same time and with ongoing external and internal communication going on. External communication is by email, while internal communication we lead via the Deal card chats

Potential Solutions we will consider:

Solution 1: Automated solution for adding tags/labels to each new project request/email chain started

Then it will be added into Bitrix24 CRM particular Kanban for the purpose as a Deal card

Deal card will have the whole email chain linked only for this particular request in it

Solution 2: Custom Ticketing system, which will create tickets for each new incoming request

Each new ticket will be added in Bitrix CRM to the relevant Kanban for the purpose as a Deal card

Deal card will have the whole email chain linked only for this particular ticket

Beceriler: PHP, CRM, Bitrix, E-posta İdaresi, Process Automation

Proje NO: #35835038